EEF outperforms national customer service benchmarks four years running

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Providing excellent customer service is always high on my agenda at EEF, and I challenge our teams to continuously find new ways to go the extra mile and deliver great customer experiences.

I was therefore delighted to receive the recent news from the Institute for Customer Service, that for the fourth consecutive year, EEF has outperformed the UK Customer Satisfaction Index (UKCSI) placing us amongst the top organisations in the UK as rated for customer satisfaction.

We take part in this annual survey, which is the UK’s largest cross-sector customer study on the state of customer satisfaction in the UK, in order to benchmark our performance and provide a means of continuous improvement.

I really am grateful to our members who took the time to take part in the survey and provide us with feedback. Members were asked to rate EEF on each of the 20 customer priorities that UK consumers have identified as most important to them.

We were delighted to achieve a customer satisfaction index of 87.9 compared with 77.5 across the UK services sector as a whole, and 77.0 across the overall UKCSI benchmark.

What makes this result even more impressive is that it is a huge 3.3 points up on our score for 2015 and is also set against a national back drop of increasingly demanding customer expectations.

Members rated us particularly well in a range of areas including our reputation, product and service quality, product reliability, quality of advice and information, handling of enquiries and ease of doing business with.

However, we have recognised some important areas for improvement and we are taking action to address these as we advance and develop our service offerings.

Look out for some exciting and new EEF developments particularly in the areas of our HR and Employment Law, Health & Safety, Training and Development Services and our events and networking programmes. We’ll be communicating with members directly on these developments over the coming weeks.

In the meantime, my door is always open to feedback from you so please do get in touch at feedback@eef.org.uk to let us know how we’re doing and what more we could be doing to support you and your business.

Author

Chief Operating Officer

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